Loading...
Share this Job

Director, Access Operations

Work Schedule/Days:  Day / Monday - Friday
Employment Type:  Full-Time
Location:  Support I 
Requisition #:  72741

 

JOB SUMMARY

The Director, Access Operations will guide Children’s Healthcare of Atlanta to create a more integrated, operationally efficient Access Center as we move toward seamless access for providers and families. By developing and implementing both strategic and tactical initiatives, the Director will strive to continuously evolve the contact center quality and service in order to meet key performance metrics and goals.

JOB RESPONSIBILITIES*

  1. Partners with the Director, Access Support and the Access Guiding Team to build and transform contact center operations to meet and exceed expectations of families and referring providers 
  2. Actively participates in Access Improvement projects to deliver on key contact center performance metrics (first contact resolution, service level within 30 seconds) and access improvement metrics (scheduled within 1 business day, last minute cancellation and no show, schedule utilization, scheduled within 14 days)
  3. Builds and leads a unified and streamlined contact center by merging the operations and workflows of the former One Point of Contact, Nurse Advice Line, and Central Scheduling
  4. Plans and leads system-wide call center initiatives with accountability for successful implementation of call center standards and protocols
  5. Oversees the day-to-day operations of the Children’s contact center, serving patient and provider needs including solutions to quick problems (directions, hours of operations), referral management, appointment scheduling, and clinical advice
  6. Develops and implements both strategic and tactical initiatives to continuously evolve the contact center quality and service, and meet goals and deliverables 
  7. Provides oversight of contracts and vendor relationships for all technologies supporting day-to-day contact center operations 
  8. Achieves industry standard (or better) performance in key performance metrics including first contact resolution and service level within 30 seconds 
  9. Encourages an engaged and enthusiastic workforce, hitting retention targets 

EXPERIENCE*

  • Five years of progressive leadership experience in a contact center environment; ten years, preferred
  • Experience with contact center telephony and scheduling systems, preference for Epic and Cisco
  • Experience leading transformation and change
  • Advanced leadership and management skills
  • Strong strategic business insight and judgment
  • Experience in building a high-functioning team and engaging employees to create a positive, enthusiastic environment that fosters loyalty and employee satisfaction
  • Experience in project management 

EDUCATION

  • Bachelor's degree
  • Master's degree in health administration or business, preferred

KNOWLEDGE SKILLS & ABILITIES*

  • Collaborative and works well across campus, practice, and cultural barriers 
  • Able to achieve industry standard (or better) performance in key performance metrics
  • Extensive communication and interpersonal skills
  • Spirit of continuous improvement and leadership by example 
  • Strong presentation skills 
  • Able to manage and motivate large teams effectively with high energy and a positive attitude
  • Demonstrates a personal commitment to promoting high performance and putting the needs of the patient first
  • Demonstrates diplomacy and patience while interacting with consumers and colleagues
  • Drives projects independently

SYSTEM RESPONSIBILITIES*

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system. 


Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.


The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.
 

PHYSICAL DEMANDS*

Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance
Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)
Climbing - Not Present
Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.
Lifting - Occasionally (activity or condition exists up to 1/3 of time)
Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)
Sitting - Frequently (activity or condition exists from 1/3 to 2/3 of time)
Standing - Occasionally (activity or condition exists up to 1/3 of time)
Walking - Occasionally (activity or condition exists up to 1/3 of time)

 

Address:  1575 Northeast Expressway, Bldg 1, Atlanta, GA  30329 
Function:  Leadership/Management - Director/Senior Director


Nearest Major Market: Atlanta

Job Segment: Manager, EMR, Cisco, Project Manager, Management, Healthcare, Technology